Traveller Information

Tips & Advice

Appeal To Pilgrims and Travelers

On the occasion of commencement of pilgrimage season to the Holy Place and Eid Eladha holiday for the year 1439 Hegira/ 2018AD., the Directorate General of Civil Aviation calls upon all individuals who are pilgrims and travelers as well as those bidding farewell or receiving such pilgrims and travelers, to collaborate with the authorities operating at Kuwait International Airport in order to provide the best services to the pilgrims and travelers, by adopting the following:

1- Make certain that the travel document (passport/ civil ID. card) you carry is valid and in force.

2- Ensure that you have obtained the travel visas for yourself and accompanying persons to the country of destination, and check the validity of such visas.

3- Please adhere to the weights and sizes applicable at Kuwait International Airport, where the weight of each piece does not exceed (32) kilograms, and the dimensions do not exceed (75 × 65 × 90) centimeters.

4- Do not carry more than one handbag into the aircraft, and its total dimensions (length + width + height) does not exceed (115) centimeters, and its weight (5) kilograms.

5- Presence of pilgrims and travelers at Kuwait International Airport should be as follows:

A- To be present at least three hours prior to departure time of flights in order to finalize check-in procedures.

B- To be present at the departure Passports Hall at least one hour prior to departure time in order to complete passport procedures.

C- To be present at the Departure Gate at least 30 minutes prior to departure time in order to avoid delay in finalizing the security procedures and hence causing delay to flights’ departure.

6- To reduce as much as possible the number of persons bidding farewell or receiving the pilgrims and travelers.

7- To collaborate with the operating parties and avoid gathering in front of the entrances and exits as well as the check-in barriers, and also complying with to the order.

8- To safeguard the facilities of the international airport, and avoid tampering them.

9- Do not leave vehicles in front of the departure and arrival halls in order to avoid obstructing the vehicles traffic.

10- All liquids must be kept in containers not exceeding 100 ml and placed in a single transparent plastic bag that can be sealed tightly once again, for each passenger with a maximum capacity of 1 liter, with a size of nearly (20x20).

11- To ensure compliance with the security procedures, all passengers must not accept any materials from individuals not known to them.

12- Do not leave your personal belongings at the airport areas unattended.

The requirements to file a complaint

You may file a complaint against airlines and/or travel agents at the “Complaint Section of Directorate General of Civil Aviation” or at the office of “Duty Airport Superintendent” for any of the following cases:

Flight cancellation

Financial claim

Booking cancellation

Fictitious booking

Lost luggage

Denied boarding by an airline

Flight delay

Flight schedule change without prior notice

Involuntary change of the booking class of service

Required documents when filing a complaint:

A valid civil ID or passport

Receipt or proof of payment

Air ticket

Boarding pass (if applicable)

Power of attorney (in case the applicant is not the complainant)

Any other supplementary documents

Advices & guidance to air passengers:

Check validity of travel documents (passport, ID expiry date)

Ensure obtaining all the mandatory documents needed to enter the country you plan to visit (valid visa, medical check etc.)

Deal only with approved travel agents (authorized by the Directorate General of Civil Aviation of the State of Kuwait)

Do not do more than one booking for the same flight/date to avoid cancellation of both bookings.

Ensure that air ticket details and hotel booking are correct as per your request (air ticket includes 13 digits, passenger name as written in his/her passport, travel date, departure time, air carrier, flight number and route)

Ensure that passenger name inserted in the air ticket is identical to the passenger’s name that is written in his/her passport.

Provide your airline or travel agent with your phone number and a valid email to enable them to communicate with you regarding flight information or any unexpected changes.

Ensure reading air fare’s conditions in case of cancelation or refund before completing your booking of flights and hotels

In case of reaching your final destination and unable to check-in at your hotel because of booking inexistence please get a stamped document from the hotel management stating the reason of unacceptance of admission.

Attend at airline’s check in counter before passengers’ acceptance deadline, and make sure you reach the right check-in zone.

Arrive at the boarding gate on time according to boarding time as printed in your boarding pass.

Check your baggage allowance stated by the airline you travel with.

You are not allowed to have more than one piece of carryon luggage (handbag) with 7 kg maximum weight, and total dimensions of 115 cm.

In case of losing your luggage, file an irregularity report before leaving the customs area at the arrival hall, and refer to lost & found section of airport operations department.

Note:

• In case of irregularities when traveling through Kuwait International Airport, please report to the Duty Airport Superintendent or visit the department of air transport (compliant section) at the Directorate General of Civil Aviation.

• In case of irregularities during your travel abroad (out of Kuwait) please report to the local authority.

Group travel guidelines:

Group travel fares include: air transport cost, accommodation cost, transfers and sightseeing (if applicable) of all cities you plan to visit . In case of contract breach , please file a complaint within 30 days from the return date to Kuwait providing all the necessary documents that support your claim.

Ensure that your travel agent has got Directorate General of Civil Aviation’s approval to organize Group Travel.